Optimove Service Status

Resolved: The issue causing both campaign execution failures and delays has been fully resolved. During the incident, some campaigns may have remained in a Not Run status. This can occur when the Batch Data Update is delayed, and campaign execution begins later than scheduled, resulting in certain campaigns missing their designated run window.

Force Run Behavior If your instance has Force Run enabled, affected campaigns may still be executed automatically as part of the batch process, provided the incident was resolved within the configured grace period. More details on Force Run can be found here: https://academy.optimove.com/hc/en-us/articles/10701094593565-Using-Force-Run

To enable Force Run for your instance, please reach out to your Customer Success Manager.

Current Status Campaign execution has stabilized, failure rates have returned to normal, and all systems are fully operational.

'Not Run' campaigns can be manually run by clicking on the 'Play' button in the relevant campaign status window.

Monitoring: A fix for the campaign execution failures is rolled out across all environments. We are gradually resuming campaign execution processes for customers.

Next Steps: We are continuing to resume execution processes and monitor their successful completion. We will provide additional updates once normal operation is restored.

Next Update: Another update will be shared within 1-2 hours.

Identified: The fix has been developed and rolled out to the production environment. We are continuing to gradually proceed with the campaign execution processes for customers.

Next Steps We will monitor the execution process for customers and continue gradually with batch updates. We will provide additional updates once normal operation is restored.

Next Update You can expect another update within 1-2 hours or sooner if the fix is fully validated.

Identified: We have identified the root cause of the campaign execution failures. A fix has been developed and is now being prepared for rollout. We are beginning to run the campaign execution for the first batch of customers.

Next Steps Our engineering team is rolling out the fix and monitoring its impact closely. We will provide confirmation once the rollout is complete and normal operation is restored.

Next Update You can expect another update within 1-2 hours or sooner if the fix is fully validated.

Recovery Options are unchanged from previous updates.

Investigating: We are continuing to experience delays in campaign execution, affecting a subset of customers. Some campaigns may remain in a “Not Run” status. Not all customers are impacted.

Relevant engineering teams are actively investigating and working to stabilize execution. At this time, the behavior is consistent with delayed batch processing, which may cause certain campaigns to miss their scheduled run window.

What We’re Doing: Engineering teams remain fully engaged and focused on restoring normal execution as quickly as possible. We are closely monitoring the system and the affected tenants.

Recovery Options are unchanged from previous updates.

Next Update: We will share another update within 1-2 hours, or sooner if there are any significant changes.

Investigating: We continue to experience delays in campaign execution impacting some customers, which may result in certain campaigns remaining in a “Not Run” status. Not all customers are affected.

Our engineering team is actively continuing the investigation and working to stabilize execution. At this time, the behavior remains consistent with delayed batch processing causing some campaigns to miss their scheduled run window.

What We’re Doing: Engineering remains engaged and focused on restoring normal execution as quickly as possible. We are closely monitoring the system and affected tenants.

Recovery Options (unchanged):

Manual Run: High-priority campaigns can be triggered manually using Run Now in Mission Control.

Force Run: If enabled, campaigns will still deliver once the issue is resolved within the grace period.

Next Update: We will provide another update within 1–2 hours, or sooner if there are any meaningful changes.

Investigating: We are currently experiencing errors leading to delays in campaign execution. As a result, some campaigns may remain in a “Not Run” status. This typically occurs when the Batch Data Update is delayed and campaign execution starts later than scheduled, causing some campaigns to miss their designated run time.

What We’re Doing: Our engineering team is actively investigating the root cause and working to restore normal execution as quickly as possible.

Recovery Options:

Manual Run: For high-priority campaigns, you can run them manually via the Run Now feature in Mission Control. Hover over the relevant campaign or use the three-dot menu to access the option. https://academy.optimove.com/hc/en-us/articles/8649444827549-Using-Run-Now-Capability

Force Run: If your instance has Force Run enabled, campaigns will still be delivered as part of the batch process if this incident is resolved within the grace period. https://academy.optimove.com/hc/en-us/articles/10701094593565-Using-Force-Run. To enable Force Run, please reach out to your Customer Success Manager.

Next Update: We will provide an update within 1–2 hours, or sooner if new information becomes available

Resolved: The issue causing both campaign execution failures and delays has been fully resolved. During the incident, some campaigns may have remained in a Not Run status. This can occur when the Batch Data Update is delayed, and campaign execution begins later than scheduled, resulting in certain campaigns missing their designated run window.

Force Run Behavior If your instance has Force Run enabled, affected campaigns may still be executed automatically as part of the batch process, provided the incident was resolved within the configured grace period. More details on Force Run can be found here: https://academy.optimove.com/hc/en-us/articles/10701094593565-Using-Force-Run

To enable Force Run for your instance, please reach out to your Customer Success Manager.

Current Status Campaign execution has stabilized, failure rates have returned to normal, and all systems are fully operational.

'Not Run' campaigns can be manually run by clicking on the 'Play' button in the relevant campaign status window.

Monitoring: A fix for the campaign execution failures is rolled out across all environments. We are gradually resuming campaign execution processes for customers.

Next Steps: We are continuing to resume execution processes and monitor their successful completion. We will provide additional updates once normal operation is restored.

Next Update: Another update will be shared within 1-2 hours.

Identified: The fix has been developed and rolled out to the production environment. We are continuing to gradually proceed with the campaign execution processes for customers.

Next Steps We will monitor the execution process for customers and continue gradually with batch updates. We will provide additional updates once normal operation is restored.

Next Update You can expect another update within 1-2 hours or sooner if the fix is fully validated.

Identified: We have identified the root cause of the campaign execution failures. A fix has been developed and is now being prepared for rollout. We are beginning to run the campaign execution for the first batch of customers.

Next Steps Our engineering team is rolling out the fix and monitoring its impact closely. We will provide confirmation once the rollout is complete and normal operation is restored.

Next Update You can expect another update within 1-2 hours or sooner if the fix is fully validated.

Recovery Options are unchanged from previous updates.

Investigating: We are continuing to experience delays in campaign execution, affecting a subset of customers. Some campaigns may remain in a “Not Run” status. Not all customers are impacted.

Relevant engineering teams are actively investigating and working to stabilize execution. At this time, the behavior is consistent with delayed batch processing, which may cause certain campaigns to miss their scheduled run window.

What We’re Doing: Engineering teams remain fully engaged and focused on restoring normal execution as quickly as possible. We are closely monitoring the system and the affected tenants.

Recovery Options are unchanged from previous updates.

Next Update: We will share another update within 1-2 hours, or sooner if there are any significant changes.

Investigating: We continue to experience delays in campaign execution impacting some customers, which may result in certain campaigns remaining in a “Not Run” status. Not all customers are affected.

Our engineering team is actively continuing the investigation and working to stabilize execution. At this time, the behavior remains consistent with delayed batch processing causing some campaigns to miss their scheduled run window.

What We’re Doing: Engineering remains engaged and focused on restoring normal execution as quickly as possible. We are closely monitoring the system and affected tenants.

Recovery Options (unchanged):

Manual Run: High-priority campaigns can be triggered manually using Run Now in Mission Control.

Force Run: If enabled, campaigns will still deliver once the issue is resolved within the grace period.

Next Update: We will provide another update within 1–2 hours, or sooner if there are any meaningful changes.

Investigating: We are currently experiencing errors leading to delays in campaign execution. As a result, some campaigns may remain in a “Not Run” status. This typically occurs when the Batch Data Update is delayed and campaign execution starts later than scheduled, causing some campaigns to miss their designated run time.

What We’re Doing: Our engineering team is actively investigating the root cause and working to restore normal execution as quickly as possible.

Recovery Options:

Manual Run: For high-priority campaigns, you can run them manually via the Run Now feature in Mission Control. Hover over the relevant campaign or use the three-dot menu to access the option. https://academy.optimove.com/hc/en-us/articles/8649444827549-Using-Run-Now-Capability

Force Run: If your instance has Force Run enabled, campaigns will still be delivered as part of the batch process if this incident is resolved within the grace period. https://academy.optimove.com/hc/en-us/articles/10701094593565-Using-Force-Run. To enable Force Run, please reach out to your Customer Success Manager.

Next Update: We will provide an update within 1–2 hours, or sooner if new information becomes available

Resolved: This incident has been resolved.

Monitoring: Our teams are investigating the issue and have identified conditions that affected system stability. We are actively working to restore normal operation and have placed the service under close monitoring to ensure continued stability. Additional updates will follow.

Investigating: We are continuing to work on stabilizing the system. At this time, the service remains in a degraded state, and while mitigation efforts are ongoing, the root cause has not yet been identified. Our teams are actively investigating and will provide further updates as soon as more information becomes available.

Investigating: We are seeing degraded performance affecting the Real Time Track and Trigger component in the USA region. This can result in delays or slower processing of real-time events and may impact US Track and Trigger campaigns.

Resolved: This incident has been resolved.

Monitoring: A fix has been implemented and we are monitoring the results.

Identified: We’ve identified an issue impacting OptiText SMS message sending/delivery related to a change made by an external SMS provider. We’re working closely with the provider to restore normal service.

Investigating: We’re investigating an issue impacting OptiText SMS message sending/delivery. Our team is working to identify the cause and restore normal service.